20 hospitality and catering industry...module 6b 49 hospitality and catering industry tourism...

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Hospitality and Catering Industry

TOURISM

Hospitality Management

Notes

20

HOSPITALITY AND CATERINGINDUSTRY

In the Indian civilization and culture, hospitality was an important segment inthe society. The travellers were extended hospitality in different ways. Anytraveller on his way to a destination and who happened to sojourn in a villagewas entertained by the head of the village. From food to all other possiblefacilities like accommodation was provided to the traveller by the head of thevillage. The traveller has treated as a guest, and was given the status of god.Thus, the famous saying, Atithi –Devo- Bhava is generally cited. Similarly a sufisaint said that, to honour a guest if someone sells his house is appreciable. Inthe sufi dargahs, accommodation and free meals were provided from langar(freekitchen). The institution of Langar which was an integral part of the dargahshas been adopted by the Sikhs and now it is an important trait of Gurdwaraestablishments.

There were also Sarais , which were established on the highways. These wereestablished by the government and individuals for the benefit of travellers. Theseprovided the facilities of accommodation as well as catering. There wereseparate kitchens for vegetarians and non-vegetarians. With the changing natureof economy the Sarais have assumed the status of hotels. These have becomean inseparable part of tourism industry

Tourism now a days is a flourishing sector of a country’s economy. Hospitalityand Catering Industry hs grown substantially. Development of fast means oftransport and communication has contributed to rise of tourism. It has providedjobs to a large number of people in Hospitality and Catering Industry. Due togeographical vastness, cultural richness and diversity, India has great potentialfor tourism. Gradual development of basic infrastructure is facilitating aremarkable growth in Tourism and Hospitality Industry.

TOURISM

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OBJECTIVES

After studying this lesson, you will be able to:

define hospitality and catering industry;

identify different components of hospitality and catering establishments;

identify the factors which have profound impact on hospitality;

classify the different types of hotels and their services and the criteria forthe star categorization of the hotels;

illustrate and understand the expectations of the guests when they arrive andstay at hotels;

identify the different departments and their operations in a hotel; and

categorise the different types of cuisine, and understand their linkage to thelanguages and its significance.

20.1 HOSPITALITY INDUSTRY

Hospitality can be defined as “the relationship between the guest and the host,or the act or practice of being hospitable. Specifically, this includes the receptionand entertainment of guests, visitors, or strangers.”

The Indian tourism and hospitality industry experienced a steady growth. Theindustry is the third-largest foreign exchange earner, and contributes toapproximately upto 10% of India’s total employment, according to a report bythe Planning Commission. It is interconnected with other different sectors suchas agriculture, transportation, handicrafts and construction. The tourism industryincludes travel agencies, tour operators, transport agencies; units providingfacilities for cultural, adventure and wildlife tourism; surface, air and watertransport facilities for tourists; and conference organisers. This is one of the fewindustries, which has created more jobs per million rupees of investment thanany other industry and is capable of providing employment to a large numberof people ranging from the unskilled to the specialised, even in the remote partsof the country.

20.2 COMPONENTS OF TOURISM INDUSTRY

There are 3 important components of the tourism industry which are:

Tourism Attraction, Accessability and Accomodation

1. Attraction

It can be a natural or man-made facility, location or activity which generatesspecific interest for tourists. It is the basic reason for the movement of peoplefrom one place to another place. e.g. - Education, art, music, religion, adventure.

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2. Accessability

People require various types of transport like bus, train, taxi etc to visit theirplace of interest. It is sometimes not possible to reach the desired destinationby only one type of transport. For example foreigners coming to India wishingto see different monuments or different places of interest in different cities mayneed to travel by road, rail or air.

3. Accommodation

The 3rd ‘A’ is the hospitality/accommodation industry. It is made up of a varietyof inter-connected sectors which include everything ranging from guest housesto luxury resorts to hotels.

1. Commercial (Profit-oriented)

The aim of a commercial sector organisation is to earn profit by providing qualityproducts and services. This basically includes any type of business like hotels,motels, resorts etc. The organisation can cater to various types of guests likebusinessmen, tourists, families etc.

2. Non- Commercial (Non-profit oriented)

The aim of a Non-commercial sector organisation is to provide accommodationat very low rates or provide services free of cost such as yatri niwas,dharamshalas, homes of friends and relatives.

ACTIVITY 20.1

Find out major places of attraction in your city or state. What facilities do youthink needs to be provided in each of these places to make them tourist friendly.

INTEXT QUESTIONS 20.1

1. List the 3 ‘A’s’ of the tourism industry.

2. What are the components of the hospitality industry?

3. Give an example of a commercial hospitality accommodation that you havevisited.

4. Define an attraction.

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20.3 FACTORS IMPACTING THE HOSPITALITYINDUSTRY

As within any industry, the hospitality industry has a number of uncontrollablefactors that affect those involved in management or ownership of hotels,restaurants and other hospitality establishments. Knowing what these factors are,is important for those working in this industry because it provides them withan opportunity to plan accordingly. Even though the variables cannot becontrolled, their impact can be minimised somewhat with careful planning andforecasting. Some of the factors which impact the industry are as follows:

Economic Factor

External factors such as the economic situation of nation or the world are amongthe factors that those working within the industry can have no control over.When growth rate of different countries slows down, the hospitality, industrymay suffer because of a drop in discretionary spending. Tourism industry maysuffer during times of extreme economic crisis because people start cutting costs.

Legal Changes

Changes in the law can also affect companies within the hospitality industry.The regulatory environment in the hospitality industry can change from time totime and this can impact the way that hotels, airlines and a restaurants dobusiness. For instance, a change in the tax laws may vary the prices of differentcommodities which in turn will affect tourism and the hospitality industry as well.In addition, hotels may have to raise prices because of imposition of severalcentral and state level taxes such as VAT(value added tax), service tax etc onguests.

Technology

Technology continues to develop at a very fast rate. The hospitality industry,like many others, is affected by technological changes. As new technologies aremade available, companies within the industry are forced to adapt to the changesor get left by the wayside. For example, changes in computer hardware andsoftware options may make it necessary for a large national hotel chain to replaceits entire computer infrastructure on a periodic basis.

Competition

Competition is another factor that those managing businesses in the hospitalityfield have to consider. Many times, competition is heavily affected by economic

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and other regulatory factors. For example, changes in the airline industry since9-11 have been partly effected due to changes in the regulatory norms such asgreater restrictions on airline travel and airport check-ins that have discouragedflying. Airlines have no control over these changes and many have sufferedeconomically. Hotels too were affected because reduced air travel is directlylinked with the reduced number of tourists.

20.4 CLASSIFICATION OF HOTELS

Star Size Location Types of Ownership Affiliation Management Alternative/Guests Supplementary

Accomodation

1 Small Commercial Commercial Chain Franchise Dak Bungalow

2 Medium Suburban Suite Independent Management Circuit HouseContract

3 Medium Airport Casino Timeshare Forest Lodge

4 Large Resort Condominium Youth Hostel

5 Very Motel Yatri NiwasLarge

20.4.1 Star Classification

It is the most widely accepted system of rating hotels. The Indian hotel industryfollows a star rating system which indicates the number and standard of facilitiesoffered by the hotel. The classification of hotels is done by a central governmentcommittee called Hotel Restaurant Approval Classification Committee (HRACC)which inspects hotels for the facilities and services they provide. Different typesof hotels according to star classification are:

1 Star – These hotels are generally small in size and independently owned. Theyhave a limited range of facilities and the number of restaurants is limited. Basicstandard of cleanliness, maintenance and comfort are maintained.

2 Star – These hotels are small to medium in size and offer more facilities than1 star hotels. Standards of cleanliness and comfort are maintained. The receptionand other staff have a more professional attitude.

3 Star – These hotels are of medium size. Reception and public areas are morespacious and the restaurants normally cater to non-hotel guests. All rooms havea good standard of comfort and facilities such as room service are provided.

4 Star – These hotels are large in size and offer a degree of luxury and equipmentin every area of the hotel. The bedrooms offer more space in comparison to

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lower star hotels. Other features include business centres, meeting rooms, 24hours room service and laundry etc.

5 Star – These hotels are very large in size and offer spacious and luxuriousrooms which match the best international standards. The interior designing isvery impressive in terms of quality, attention to detail, comfort and elegance.The staff is very knowledgeable in terms of customer care and efficiency.

20.4.2 On Basis of Size

Small –Those hotels which have less than 25 rooms.

Medium – Those hotels which have between 25–99 rooms.

Large – Those hotels which have between 100–299 rooms.

Very Large – Those hotels which have more than 300 rooms.

20.4.3 On Basis of Location

Downtown/Commercial : These hotels are also known as commercialhotels. They are mostly located in big cities and cater to businessmen,tourists and other large groups. They provide different facilities such asbusiness centres, conference and meeting rooms, restaurants, internet etc.

Suburban: These hotels are located on the outskirts of cities and towns.They cater to official and business groups who want to hold meetings andconferences in a peaceful environment away from cities. They providevarious facilities such as conference and meeting rooms and equipment.

Airport: These hotels are located close to international and domesticairports of major cities and towns. They are meant for those guests whohave transit flights and need a place to stay during transit. Also crews ofvarious domestic and international airlines prefer to stay at transit hotels dueto their close proximity to the airport. They cater to airline passengers withcancelled and delayed flights and also airline crew members.

Resort: These hotels are located far away from the city in forests, beachareas or hill stations. They cater to families and tourists on holiday. Theyprovide various facilities such as swimming pool, tennis courts, golf coursesfor guests to relax and enjoy themselves.

Motel: These hotels are used as a short form of ‘Motor Hotels’. This conceptoriginated in America and is basically meant for guests who are travellinglong distances by car. These hotels are located on national highways and

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other important roads and provide various facilities such as rooms, restaurants,parking, petrol pump and garage facilities etc.

20.4.4 On Basis of Types of Guests

Commercial: These are mostly located in big cities and cater to businessmenand company executives.

Suite: These hotels are those type of hotels in which either all the roomsor majority of the rooms are suites. They cater to guests who are very richsuch as businessmen, film stars, politicians etc. Suite rooms have at least1-2 bedrooms attached with a sitting room and dining area as well. Theyhave the biggest advantage of providing privacy to such high-profile guests.

Motel: Explained above.

Resort: Explained above.

Airport Hotels: Explained above.

20.4.5 On Basis of Ownership

Time-share: These hotels are jointly owned by many people who use themat different times of the year and for different periods of time(1-2 weeksnormally).

Condominium: These hotels are owned by a single owner who uses it fora small time in the year and then rents it for the rest of the year.

20.4.6 On Basis Of Affiliation

Chain Hotels: These hotels are connected to one another through ownershipby a common hotel company. All such hotels enjoy the benefit of commonbrands, information systems, reservation systems etc.

Independent Hotels: These hotels are not connected to each other throughcommon ownership like chain properties. Also they do not have to followthe rules and regulations of chain properties.

20.4.7 On Basis of Management

Franchise: Franchise is basically a business agreement between two hotels.One hotel known as franchisor enters into a franchising agreement withanother hotel that is called a Franchisee. According to the agreementfranchisee pays a franchising fee to the franchisor for use of its businessname, access to management expertise and various other benefits.

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Management Contract: These hotels have a management contract whichis signed between an individual property owner and a hotel managementcompany to manage the hotel. In return the hotel management company getsa management fee (also called commission) which is generally 1%-8% ofthe total income. In such cases the hotel management company has totalcontrol over the standards and quality of the hotel. This benefits both thecompany as well as the owner.

20.4.8 Supplementary/Alternative Accomodation

Circuit House: Circuit houses are tourist bungalows which offer rooms tohigh ranking government officials. They have the facility of cooks andattendants who are trained to provide efficient services.

Youth Hostel: Youth hostels offer clean and affordable rooms to youngpeople who are travelling either independently or in groups for holiday oreducational purposes(school trips).

Yatri Niwas: They basically provide cheap accommodation to tourists. Theyare normally located at tourist destinations such as beaches, lakes, forestsetc. They cater to middle class and budget tourists.

Forest Lodge: Forest lodges offer accommodation to tourists who arevisiting wildlife sanctuaries. They are usually located next to sanctuaries sothat guests can have a clear view of the forest from their rooms. The groundfloor generally has the dining hall, kitchen, parking and reception area. Theupper floor has the rooms.

Dak Bungalow: Dak Bungalows are constructed to provide accommodationto officials travelling on government duty. They are basically small resthouses with a limited number of rooms and are situated in areas which areimportant from the point of view of government duty. They are availableat low rates and provide staff such as cooks and attendants.

Examples of Supplementary Accommodations provided by U.P. Tourism in Agra

1. Youth Hostel, Sanjay Place, M.G. Road, Agra.

2. District Board Guest House, Baluganj, Agra.

3. PWD Inspection Bungalow, M.G. Road, Agra Cantt.

4. Railway Retiring Rooms, Agra Cantt. Railway Station.

5. Agra Club Mall road, Agra.

6. Circuit House Taj road, Agra.

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1. How many rooms does a large hotel have?

2. If someone has to stay overnight in a city due to a delay in catching aconnecting flight, which type of hotel should one choose?

3. What is the different basis of classification of hotels?

ACTIVITY 20.2

Prepare a list of Supplementary/Alternative accommodation available in keytourist destinations of any District/City/State. What is their importance inpromoting tourism?

20.5 GUEST EXPECTATIONS DURING ARRIVAL ANDDEPARTURE

Very few hotels are able to consider themselves to be truly luxury hotels. Thisis because these hotels have the ability to meet their guests expectationscontinuously, no matter what the cost is. Today, luxury hotels are aiming forultra-luxury status. To do this, quality of service and meeting guests expectationsare two factors which make a huge difference. This includes being exclusive,sophisticated, and meeting every demand of guests. The best hotels in the worldare the ones which provide their guests with the best of everything and maintainhigh service standards all the time. Maintaining high level of service is done byunderstanding a guests’ expectations, setting service standards to meet theseexpectations, training the staff to comply with service standards, so as reducethe gap between expectation and service.

Guest Expectations During Arrival

Warm and friendly greeting and welcome.

Well groomed staff with good communication skills.

Efficient and quick check-in procedure.

Clean and well maintained rooms.

Efficient luggage handling by the bell desk (from car to room).

Recognition of guest and addressing by name especially if they are regularguests.

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Guest Expectations During Departure

Efficient and quick check-out (especially bill settlement).

Warm and friendly seeing off by staff at reception.

Efficient luggage handling by the bell desk (from room to car).

Well groomed staff with good communication skills.

Efficient and effective handling of complaint (in case of any problem duringstay).

Invitation to revisit again. To make the guest feel special.


1. What are the two most important factors which can make a guest happy?

2. List two most important guest expectations during departure.

ACTIVITY 20.3

Prepare a list of Hotels in your city/state. Find out information regarding thenumber of rooms, facilities and services offered by them. Also classify them onfollowing basis-

1. Star 2. Size 3. Type of guests 4. Ownership 5. Supplementary

20.6 VARIOUS DEPARTMENTS OF A HOTEL

A hotel can provide good service, when all its departments work together inan efficient and effective manner, by showing good team work, coordination andcommunication.

The most important function of a hotel is to provide Food and Accommodationto a guest. To do this, there are a number of departments, who function togetherin coordination.

These departments are broadly categorised into two parts:

1. Operational Departments (Core Departments)

Front Office.

Food & Beverage Service.

House Keeping.

Food Production (kitchen).

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2. Administrative Departments (Non-core Departments)

Maintenance department.

Account department.

Human resource department.

Security department.

Purchase department & Stores.

Sales & Marketing department.

Front Office

The main functions of this department are:

To assign a room to the guest. This process is called as check-in.

To maintain the room records for reservation purpose.

To collect room and other charges for various services used by guests duringtheir stay at the hotel.

To take advance booking for rooms.

To handle the phone calls of hotel.

Food and Beverage Service


To provide food & beverage facilities to the guest.

To provide food & beverage for groups, conferences, meetings, themeparties etc.

The different sections are:

Restaurants.

Room Service department.

Banquet department.

Bar.

Food Production (kitchen)


To provide various type of dishes to the guest as per the menu.

To provide food for various banquet parties.

To provide food to the staff of hotel.

To prepare different type of dishes for special occasions.

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Different sections of kitchen:

Hot Kitchen:

North Indian.

South Indian.

Tandoor section.

Chinese or Oriental kitchen.

Halwai or Indian sweet section.

Pantry or Salad Section: tea/coffee, juices, salads, breakfast items etc.

Butchery or Cold Kitchen: for making different types of chicken, mutton,beef cuts etc.

Bakery and Confectionary: for making cookies, cakes, pastries etc.

Housekeeping


To take care of the cleanliness of rooms and the hotel building.

To maintain the linen room for supply of linen items(table cloth, bedsheetetc.) to guest rooms and other departments.

To maintain gardening work.

To maintain guest laundry facility for room guests.

To maintain staff laundry facility for staff of the hotel.

The different sections of this department are:

Linen room.

Housekeeping desk.

Housekeeping store.

In-House laundry.

Gardening department.

Finance


Preparation of budget and distribution of revenue and expenditure forvarious departments.

Maintain all account related books in accordance with the government rulesand regulations.

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Preparation of balance-sheet of the hotel.

Coordinating with Government offices for tax and revenue related matters.

Disbursing salaries to employees.

Keeping the account of revenue generated and expenditure under variousheads for each department.

Security


To be responsible for safety and security of guests of hotel.

To be responsible for safety of employees.

To keep a check on theft cases of the hotel.

To keep a record of received materials and dispatched materials of or forthe property.

To keep a record of movement of fixed assets of property.

To keep a check on unauthorised entry of people.

Human Resource


Recruitment and selection of employees for the hotel as per requirements.

Training and development of employees.

Maintenance of attendance records, leave records etc.

Maintenance of personal file for each employee with all details, for thepurpose of periodic evaluation.

Sales & Marketing


To sell the rooms and various conference facilities to various guests.

To create a brand image of the hotel in the market.

To act as an agent for hotel and provide various information to companies.

Maintenance


To maintain all the equipment of the hotel.

To maintain all the furniture and equipment of rooms and other areas ofhotel.

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Purchase Department & Stores


To purchase materials from the market as per requirement of variousdepartments of hotel.

To coordinate with different companies for supply of perishable or non-perishable goods.

To store all the purchased items properly as per basic rule (First-In.First-Out.-FIFO).

To issue the material to the user department of hotel after making properrecord.

To maintain the smooth flow of perishable and non-perishable goods for thedepartment.


1. List the operational departments of a hotel.

2. What are the main functions of the Food & Beverage department?

3. Which department is responsible for selecting employees for jobs in a hotel?

4. Name five different sections of the Food Production department.

20.7 DIFFERENT TYPES OF CUISINES

As we know India is known for its diverse culture. The diversity is found inevery sphere of life, whether it is costume, culture, cuisine, religious philosophy.Geographical conditions of different regions play an important role in thecreation of different kind of food habits. For instance Kashmiri Pandits relishmeat dishes. Hence it is an important part of their cuisine.

Sometimes tourists belonging to different religions require special meal. In thehotel industry particularly the food and beverage services, one should know thedifferent requirements of the tourists belonging to different religious sects ofdifferent religions. For non-vegetarian segment Muslims will take only Halalmeat. Similarly, the Jews take only Kosher meat. Contrary to this, the Sikhswill only take Jhatka meat.

In the vegetarian segment Jain food is different to other vegetarians foods. Jainstake meals which do not contain garlic and onion.

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20.7.1 Domestic Cuisines

Kashmiri cuisine : (North)

Kashmir is a geographical region in the far north of the Indian subcontinent.It is one of the most sought out tourist destinations of India. Tourism formsan integral part of the Kashmiri economy. Often dubbed “paradise on Earth,”Kashmir’s mountainous landscape has attracted tourists for centuries. Thecuisine of Kashmir is famous for its delectable vegetarian as well as non-vegetarian dishes. Traditional Kashmiri food includes dum aloo (boiled potatoescooked in spicy gravy), tzaman (a solid cottage cheese), rogan josh (lambcooked in rich spices), zaam dod (curd), yakhayn (lamb cooked in mild spices),hakh (a spinach-like leaf), rista-gushtava (minced meat balls in tomato and curdcurry) and of course rice, the staple food of Asian culture.

The cuisine was later influenced by the people who came with Timur from thearea of modern Uzbekistan, as well as by Persian, and Afghan cultures.

The traditional 36-course wazwan is considered the richest of Kashmiri cuisines.Probably it is the highiest number of in the world. The preparation is consideredan art and is traditionally cooked by a vasta waza, or head chef, with theassistance of a court of wazas, or chefs. The wazwan is prepared for a big event,especially marriages. Guests are grouped into fours for the serving of thewazwan. Before the meal, washing of hands is done ceremoniously as a jug andbasin called the Tash-t-Nari are passed among the guests. A large serving dishpiled high with heaps of rice, decorated and quartered by four seekh kababs(kebabs), four pieces of methi korma (a mild curry) is scwed at the beginning.The culinary art is passed down from one generation to another but rarely passedto other than blood relations.

Fig. 20.1: Wazwan

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Beverages:

Kashmiris are heavy tea drinkers. The word “noon” in Kashmiri language meanssalt. The most popular drink is a pinkish colour salted tea called “noon chai.”It is made with black tea, milk, salt and bicarbonate of soda .The KashmiriPandits refer to this chai as “Sheer Chai.” The Kashmiri Muslims refer to it as“NoonChai” or “Namkeen Chai” both meaning salty tea. Noon Chai or SheerChai is a common breakfast tea in Kashmiri households and is taken with breadslike baqerkhani brought fresh from bakers. Often, this tea is served in largesamovars (tea container).

Kahwah:

At marriage feasts, festivals, and religious places, it is customary to servekahwah, a green tea. It is the cultural identity of Kashmiris.

Punjab Cuisine (North)

Punjab the land of the agricultural revolution, has a cuisine which caters to thecharacteristic needs of the people. The food is not fine in its flavour but it hasheavy and rich masalas cooked liberal amount of clarified butter (desi ghee) andalways served with butter or cream. Milk and its products are an essential partof everyday cookery. Curds and butter milk are an essential accompaniment withevery Punjabi meal. They also differ in flavours and styles from one district toanother. There are certain dishes which have standard popularity e.g. maa-ki-dal, sarson-ka-saag and makki-ki-roti. Basically Punjabi food is suitable for thosewho work in fields as it has a lot of calories.

Characteristics of Punjabi Food

Punjabis are mainly bread (wheat) eating people, hence rice is cooked onlyon special occasions.

The main masala in a Punjabi dish consists of onion, garlic, ginger and alot of tomatoes fried in pure ghee.

The food can be either vegetarian or non-vegetarian.

Large amount of desi ghee is used.

Some of the popular Punjabi dishes are: Pakora, Samosa and Chicken tikka.The main dishes are:

(a) Dal makhani

(b) Sarson ka saag and makki-ki-roti

(c) Butter chicken

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The dessert includes:

(a) Phirnee

(b) Jalebi

(c) Malpua

Fig. 20.2: Makke ki roti sarson ka saag

Hyderabadi Cuisine (South)

Hyderabadi food developed as a result of the Nizams (Kings) of Hyderabad.Thisis because Hyderabad is a city created by the Nawabs of Golconda.It hasdeveloped its own type of food over several centuries. The word ‘Nawabi’ iscommonly used for Hyderabadi food. It is heavily influenced by north Indiancuisines like awadh, mughlai and tandoori. Hyderabadi food is never completewithout the mention of the ‘shahi dastarkhan.’ The dastarkhan is the dining placewhere the food is served and eaten. The dastarkhan holds a place of reverencein every household. Hyderabadi food has been influenced by various regionaland international cuisines. It has also been able to contribute towards makingIndian food popular worldwide. eg. Biryani.

Some of the main and popular dishes of Hyderabad are:

(a) Shikampuri kebab

(b) Seekh kebab

(c) Nahari

(d) Bagara baingan

(e) Mirchi ka salan

(f) Nizami murgh handi

Fig. 20.3: Seekh kebab

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The famous dessert includes:

(a) Faluda

(b) Double ka meetha

(c) Gil-e-firdaus

Kerala Cuisine:

Kerala cuisine consists mainly of coconut based foodstuff. Coconut is one ofthe major products of Kerala. Therefore, coconut is used liberally over here.Kerala’s backwaters are one of the tourist destinations and attractions. Keralais also known for sea food. In fact, it is considered a paradise for sea food lovers.All over the world Kerala is known as the “Land of Spices”. Even the Keralacuisine is known for its spicy and hot food. Traditionally, Kerala food is servedon a banana leaf. There are several seafood specialties. Popular Vegetarian Foodis Aviyal which is served as an accompaniment with rice in Kerala. Vegetablescommonly used in avial are elephant yam, pumpkin, carrots, beans, cucumber,drum stick, etc. Avial has a unique place in Kerala as well as Tamil cuisine. Olanis another vegetarian dish of Kerala .

Fig. 20.4: Avial

Some of the non-vegetarian dishes include Piralen (chicken stir-fries), MeatThoran (dry curry with shredded coconut), Duck curries, and Meen Molee(spicy stewed fish), and Fish poriyal(fish fry). Seafood is the main diet of CoastalKerala. Whereas vegetables are the main diet in plains of Kerala, meat is themain course among tribal and northern Kerala.

Bengali (East)

Bengali food is a style of food preparation originating in Bengal, a region insouth eastern Asia which is now divided between the independent country ofBangladesh and the Indian state of West Bengal. Bengali food is well knownfor the vast range of rice dishes and various preparations of freshwater fish.Thetraditional society of Bengal has always been dependant on agriculture, so

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hunting was uncommon. This place is a paradise for seafood lovers. There isan abundance of seafood specialties. The most popular non-vegetarian food isshrimp coconut curry and fish poriyal. Since rearing of animals was not a popularactivity one can see little place for meat in the cusine. Being a coastal state fishis the dominant non vegetarian food state. More than 40 different types offreshwater fish are found. Also snacks are commonly eaten along with tea, apractice which can be linked to British rule. Sweets occupy an important placein the diet of Bengalis and also at special occasions. The sweets are generallymade of sweetened paneer (chhena), khoa or different cereals.

Characteristics of Bengali Food

The main ingredients of traditional Bengali food include rice, masoor dal,moong dal, mustard oil, mustard paste, poppy seeds (posto), and coconut.

Since Bengal is the land of mangoes, different varieties are used in variousforms such as ripe, unripe and pickle.

Hilsa fish is considered very special.

Five spice mixture (panch phoran) is commonly used in making vegetables.Some of the popular dishes are:

(a) Muri (puffed rice)

(b) Jhal-muri (spicy puffed rice made with masalas)

(c) Moa (ladoo made with puffed rice and gurh)

(d) Khichu (Pulao type rice preparation)

(e) Paturi (Fish wrapped in banana leaves and steamed)

(f) Jhol (Any type of verg/non-veg gravy dish)

Desserts for which Bengal is famous for :

(a) Sondesh (made from sweetened paste of paneer)

(b) Rasgulla

(c) Chamcham(made with khoa/mava)

Fig. 20.5: Sondesh

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Nagaland Cuisine:

Features of Nagaland cuisine include varities of meats and fish which are oftensmoked, dried or fermented. Different Naga tribes have their own cooking styles,though many of them are common. A typical Naga table consists of a meat dish,a boiled vegetable dish or two, rice and chutney (Tathu). Nagas tend to preferboiled edible organic leaves. Some common dishes are “fermented bambooshoot” (made from the tender shoot of the Bamboo tree) with fish and pork.Axone (soyabean boiled, fermented and either smoked or sun dried) withsmoked pork and beef. Smoked meat is produced keeping the meat above thefire or hanging on the wall of the house.

Fig. 20.6: Smoked pork dish

Naga food tends to be spicy(chillies). There are different varieties of chillies inNagaland. The ginger used in the Naga cuisine is spicy, aromatic and is differentfrom the common ginger. Garlic and ginger leaves are also used in cooking meat.Sichuan pepper is a popular spice used by the Nagas.

Manipur Cuisine:

Manipuri cuisines are simple, tasty, organic and healthy. Dishes are typicallyspicy and use chilli pepper rather than garam masalas. Hence they are healthy,simple and organic foods. Most of the cuisines are cooked without oil.

Fig. 20.7: Chahao kheer

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Basic Diet

The staple diet of Manipur consists of rice, fish, and large varieties of leafyvegetables (both aquatic and terrestrial). Manipuri’s typically raise vegetablesin a kitchen garden and rear fishes in small ponds around their houses. Sincethe vegetables are either grown at home or obtained from local market, thecuisines are very seasonal, each season having its own special vegetables andpreparations. The taste is very different from mainland Indian cuisines becauseof the use of various aromatic herbs and roots that are peculiar to the regionlike Nungshi hidak (Mint),Maroi napaakpi (Hooker chives), Awaa phadigom(Mexican coriander) etc. Chahao kheer is a popular dessert of Manipur. Variouskind of mushrooms also form an important part of the cuisine.

Gujarati Cuisine (West)

It is one of the few cultures where majority of the people are vegetarian. A widevariety of food is cooked in Gujarati homes as there are different recipes fromdifferent regions of Gujarat. For example, a standard everyday meal is-dal-bhaat(dal-rice), rotli-shaak(roti-subji). Salt, sugar, lemon, lime and tomato arecommonly used to prevent dehydration as temperatures often reach 50 degreein the summer. The food varies in taste and heat depending on a family’sindividual taste and caste. Gujarati food is mainly vegetarian, energy efficient,environment friendly and highly nutritious with many different types of taste andflavours.

Characteristics of Gujarati Food

Basic food includes salad, homemade pickle (achar), khichdi andbuttermilk(chaas).

Regular fasting with a diet limited to milk, dry fruits and nuts is common.

A typical Guajarati thali consists of rotli (roti), dal or kadhi, bhaat(rice) andshaak(vegetables).

It is common to add little sugar or gurh (jaggery) to some of the vegetablesand dals

The other popular dishes are:

(a) Dhokla

(b) Khandvi

(c) Khichu

(d) Undhiyu (Vegetable consisting of eggplant, potato, carrots and rootvegetables)

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(e) Batata Sukhi Bhaji (dry potato vegetable)

(f) Bhinda nu shaak (okra curry)

Fig. 20.8: khandvi

The Dessert:

(a) Mohanthal( dal halwa)

(b) Shrikhand(hung curd flavoured with mango,elaichi or served plain)

(c) Shakkarpara(common Indian sweet)

Rajasthani Cuisine

Rajasthan has different climatic zones. Therefore, there are different localagricultural and vegetable productions. Like its rich culture, Rajasthani cuisineis known for a splendid array of colourful, spicy and unique dishes. Rajasthanifood is usually spicy and makes use of lot of ghee, without which no dish iscomplete. Most popular meals are the Dal-Baati-Churma and other specialtieslike Panchmel ki Subzi, Bajre-Moth-ki Bikaneri Khichdi and Mangodi ki Dal.

Fig. 20.9: Dal-Baati-Churma

Rajasthani food is characterized by the use of Jowar, Bajra, legumes and lentils.Its distinct aroma and flavour is achieved by the blending of spices includingcurry leaves, tamarind, coriander, ginger, garlic, chilli, pepper, cinnamon, cloves,cardamom, cumin and rosewater. Gram flour is a major ingredient in thepreparation of some of the delicacies such as “pakodi” and “gatte ki sabzi”.

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Powdered lentils are liberally used in the preparation of papad, mangodi etc.

Majority people of Rajasthan are vegetarians but the Rajputs are non-vegetarian.The most famous non-vegetarian delight is Laal Maas prepared as spicy muttonpreparation which gets its color from Rajasthani red chillies. The laal maas tastesbest when accompanied by the authentic Bajre ke Roti.

Along with agricultural production animal husbandry is also an importantoccupation. Thus dairy produce is an important item of Rajasthani cuisine. Milk,Curd and Ghee (Butter oil) are commonly used. Native Rajasthanis have aunique style of coupling the sweet dishes with the main (roti/puri) course insteadof or in addition to vegetables or meat.

Halwa - Puri and Chakkis are a must on most festive occasion. In the traditionalRajasthani food particularly on occasions like a wedding feast, sweets are servedfirst. Papad is the last item to be served. A variety of dal ka halwas are madefrom lentils such as Moong Dal Halwa, made of green lentil (split) or semolina(Sooji ka Halwa).. The state is also known for the many varieties of laddus(sweet balls) prepared commonly in the households.. Malpuas of Pushkar andNagore, Dil Jani of Udaipur, Mishri Mawa of Ajmer have acclaimed the heartsof domestic and international tourists. Firni, Kalakand, Kaju Katli and MawaKachori sweet dishes are all time favourites.

20.7.2 International Cuisines

Chinese Cuisine

Chinese food is one of the most popular cuisine in the entire world. It is knownfor its unique and exciting taste and that is why one can find Chinese restaurantsand food stalls in almost every big city throughout the world. Easy preparationusing fresh and healthy ingredients, colourfulness and mixed tastes is thespeciality of Chinese food. Chinese food is best eaten by using traditional toolssuch as chopsticks and served with Chinese sauces. Soup is also taken alongwith the main meal which is rice/noodles.

Characteristics of Chinese Food

Aroma is provided by using using fresh ginger, fresh coriander, root garlicand peppers.

Art of using different methods of cooking like stir frying, steaming, roastingetc.

Food consists of many flavours provided by regional vegetables, tomatoesand soya sauce.

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Thickening of sauce and soup is done by corn flour.

Most of the food will have a combined taste like chilli, sweet and sour etc.

Soya is one of the key ingredients and is used in many ways like beans, tofu,soya sauce etc.

Some of the popular dishes are:

(a) Shark fin soup (Most popular traditional recipe of China).

(b) Clear vegetable soup (Thin soup consisting of vegetables such as cabbage,mushroom, spinach, carrot etc.)

(c) Dumplings( Steamed momos with either veg/non-veg stuffing, served withhoney chilly sauce).

(d) Roasted duck with plum sauce (Whole duck which is seasoned with spicesand roasted, served with sweet plum sauce).

(e) Hakka noodles (Steamed noodles with choice of veg/non-veg.)

(f) Stir fried garlic vegetables (Variety of vegetables such as baby corn,mushroom, broccoli etc. stir fried in garlic, salt and pepper).

Fig. 20.10: Shark fin soup

Dessert

(a) Honey fried noodles with ice cream (crispy fried noodles dipped in honeyand served with vanilla/litchi ice cream).

(b) Date pancake (batter of refined flour, egg, milk and sugar cooked into athin base and stuffed with date paste).

(c) Sesame Coated Caramalised Walnuts (Walnuts coated with sesame andthick sugar).

Thai Cuisine

Thai food is gaining popularity these days and has many influences from theoutside world. The taste and ingredients used are very similar to Indian food

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and spices. Chinese style cooking has a great influence on Thai cooking as onecan find a large choice of stir-fried dishes in a Thai menu. The art of Thai cookingdeveloped according to the cultural influences from other countries, mainlyChina and Western Europe. Thai food is light and the herbs and spices usedas common ingredients have medicinal properties.

Characteristics of Thai Food

Extensive use of noodles in different recipes.

Use of two main types of curries – Green curry and Red curry.

Ingredients such as coconut milk, rice flour, lemon grass, red chilly paste,fish sauce, peanuts and prawn paste are mainly used.

Desserts are made of egg, coconut cream, honey and rice. Some of thepopular dishes are:

(a) Som Tam: (Raw green papaya salad garnished with crushed peanutdressing).

(b) Sarong Prawn: (Deep-fried crispy wrap deep sea prawns with ricenoodles and pineapple sauce.

(c) Tom Yam Koong : (A spicy and sour soup with tiger prawns andmushrooms).

(d) Black chicken in green gravy (Green Curry with Black Chicken cookedin coconut milk and flavoured with Thai sweet basil leaves)

(e) Kho Khun beef curry (Rich red curry of Kho Khun beef in coconutmilk with peanut butter, and flavoured with lime and organic Thaisweet basil leaves)

(f) Fresh lime sea bass (Steamed whole sea bass(type of fish) flavored withlemon grass garlic and special chilli dressing and garnished withcoriander leaves)

Fig. 20.11: Sarong Prawn

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The dessert includes:

(a) Khao niau mamuang (Sticky rice steamed with coconut milk served withthai mango)

(b) Tamarind Sorbet (Tamarind flavoured ice cream)

(c) Coconut flan (Creamy caramelized coconut pancake topped with almondflakes)

French cuisine

French food is one of the richest and most developed cuisine in the world. Itis one of the first professional and organised types of food. It is well knownfor providing a large amount of knowledge in cooking due to extensive researchand experiments. France as a country has different types of climate and this addsvariety to its food. France is also famous for producing the best wine in theworld. This is another point of advantage for French cuisine as wine is useda lot as an ingredient and also as an accompaniment. French people have acustom of drinking wine with all the courses that match with the food.

Northern France is known for seafood which is usually cooked with butter andcream.Southern France is known for olive oil, garlic and herbs.Eastern Franceis known for chestnut, mushroom, cabbage, cheese and sausages. Wine is widelyused in all types of dishes irrespective of the region they come from. Bread isanother important ingredient of French food. It is usually made of barley, wheatand other grains.

A French menu usually begins with the first course (Hors’doeuvres/starters),followed by the second course (soup), main course (different veg. and non-vegdishes) and ends with the last course(dessert).


(a) French onion soup (onion flavoured soup)

(b) Smoked salmon with tartar sauce (smoked grilled fish with fish sauce).

(c) Consomme julienne (thin clear veg. soup).

(d) Steak Diane (Flattened and marinated beef served with brown sauce).

(e) Beef Stroganoff (spaghetti dish served with minced beef in brown sauce).

(f) Poisson Colbert (grilled fish served with Colbert sauce).

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NotesFig. 20.12: French onion soup

Dessert:

(a) Pastries (Different types of flavours e.g. chocolate, pineapple etc.)

(b) Crème Brulee (Caramel flavoured creamy pudding).

(c) Lemon tart (soft flaky pastry base with lemon fill

Middle-East Cuisine

Middle–East cuisine includes food from the following countries- Egypt, Syria,Iran,Iraq, Lebanon, Jordan, Saudi Arabia, Israel, Afghanistan and Kuwait. TheMiddle-Eastern region has formed the cradle of Islamic civilisation since the 8th

century and this cuisine reflects the different cultures that have influenced thiscivilisation.

Characteristics of Middle-east Food

The food mainly consists of fruits, grains, vegetables, meat, nuts, olive oiland spices that provide great variety and healthy life.

Each region has its own unique characteristics and food helps define theculture.

Large family dinners can consist of over twenty dishes and take several daysto prepare.

Wheat and rice are the major and preferred sources of cereals.

Lamb and mutton are the popular meats of the region as pork is prohibitedin Islam.


(a) Hummus and pita bread (fermented chickpea sauce served with a type ofbread)

(b) Labneh (Cream cheese from Lebanon. It can be served on a plate, sprinkledwith olive oil, olives, tomatoes, cucumbers and mint or simply spread onpita bread).

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(c) Sfeeha/Mediterranean meat pie (A combination of ground beef and lambis stuffed inside puff pastry and baked).

(d) Armenian grilled chicken breast(Boneless chicken piece seasoned withherbs and grilled)

(e) Adana kebab(Marinated kebab recipe from Turkey).

(f) Kibby-bel-Saneeya (Ground beef, pine nuts, and cracked wheat are bakedtogether forming a spiced Lebanese dish).

Fig. 20.13: Hummus and pita bread

Dessert of Middle East:

(a) Easy Baklava (Phyllo dough is layered with butter, cinnamon and nuts andbaked, then topped with a honey syrup and allowed to cool before eating).

(b) Kunafa (Crunchy shredded phyllo dough is layered with a creamy sweetcheese filling and soaked with rose water syrup in this dessert).

(c) Namoora/Basboosa (This sticky Lebanese dessert is made with dry wheatflour, baked to a golden brown, and drizzled with sweet syrup flavouredwith orange).


1. What are the characteristics of Chinese cuisine?

2. The dish sarson ka saag is associated with …………

3. The dish Dal Baati Churma is associated with …………….

4. List the two main characteristics of Gujarati food.

5. Dastarkhan means ……………..

6. Hightlight the main characteristics of Kashmiri cuisine?

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ACTIVITY 20.3

Visit some of the local restaurants in your area and get a sample menu of(i) Punjabi (ii) Hydrabadi (iii) West Bengal and (iv) Gujarati Cuisine.

Also write a note on the local food of your area/District/City/State.

WHAT YOU HAVE LEARNT

Many people’s definition of hospitality extends only to restaurants andhotels. In reality, it goes far beyond this and includes any organization thatprovides food, shelter and other services to people away from home.Therefore, the hospitality industry can be quite large and offers much careeropportunities.

The foot fall of tourists from these countries has been rising in recent years,as per the data released by the Ministry of Tourism, and is expected to risein the coming years as well.

In order to meet the requirements of these tourists, more number of hotelsand restaurants will have to be constructed. This is because availability ofgood quality and affordable hotel rooms plays an important role in boostingthe growth of tourism in the country. India is known for its diverse culture.

The diversity is found in every sphere of life, whether it is culture, religion,architecture, costume on cuisine. Different states in India have numerousvarieties of dishes to offer to the prospective tourists. Apart from domesticcuisine, number of international cuisines are also available in India.

TERMINAL EXERCISE

1. Give the full form of the following:

(i) HRACC

(ii) YHAI

2. What is the difference between:

(i) Chain hotel and independent hotel.

(ii) Franchise and management contract.

3. Write a short note on:

(i) Resort

(ii) Hospitality

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4. What are the main functions of the Food & Beverage department of a hotel?

5. Differentiate between Commercial & Non-Commercial organisations.

6. Why is it important for hotels to meet a guest’s expectations? List the guestexpectations on arrival.

7. Using a diagram explain the classification of hotels in detail. Give examplesin each type.

8. Explain in detail the major domestic cuisines of India. Give examples fromeach state

ANSWER OF INTEXT QUESTIONS

20.1

1. Attraction, Accessability and Accomodation

2. (i) Commercial (Profit Oriented)

(ii) Non-Commercial (Non-Profit Oriented)

3. Hotel

4. It is natural or man made facility which offers item of specific interest totourist, i.e. Taj Mahal, Akshardham temple, Educational facility, art, music,religion, adventure etc. Refer section 20.2

20.2

1. 100 to 299 rooms

2. Airport Hotels

3. (i) Star classification

(ii) Basis of size

(iii) Basis of location

(iv) Basis of type of guests

(v) Basis of ownership

(vi) Basis of Affiliation

(vii) Basis of Management

20.3

1. (i) Warm and friendly greeting and welcome

(ii) Efficient and quick check in

(iii) Clean and well maintained rooms

(iv) Staff who has good communication skills and well groomed (Anytwo)

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2. (i) Efficient and good check out.

(ii) Warm and friendly seeing off by staff at reception.

(iii) Efficient luggage handling

(iv) Invitation to visit again. (Any two)

20.4

1. Front office

Food and Beverage service, House keeping

Food Production

2. (i) To provide Food and Beverage facilities to the guests

(ii) To provide Food and Beverage for groups, conferences, meetings andparties etc.

3. Human Resource Department.

4. Hot Kitchen-North Indian, South Indian

Tandoori Section, Chinese or Oriental kitchen, Halwai or Indian Sweetsection

20.5

1. (i) Aroma is provided by fresh ginger, fresh coriander, root garlic andpepper.

(ii) Art of using different methods of cooking like stir frying, steaming,roasting etc.

(iii) Flavours provided by regional vegetables, tomatoes and Soya Sauce.

(iv) Thickening of sauce and soup is done by Corn flour.

(v) Most of the food will have combined taste like Chilli, sweet and sour.

(vi) Soya is one of the key ingredients.

2. Punjabi

3. Rajasthani

4. (i) Roti, Dal, Kadhi, bhat and Shaak.

(ii) It is common to add little sugar or gurh to some of the vegetablesand dals.

5. Dining table cloth.

6. The traditional 36-course Wazwan is considered the traditional Kashmiricuisine. There is a lot of variety of non-veg dishes like Goshtaba and NadrYakhni etc. The non-veg dishes are mostly made of of mutton and lamb.The beverages include famous Noon Chai and Kahwah etc..

20 hospitality and catering industry...module 6b 49 hospitality and catering industry tourism...

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